Refund & Exchange Policy

Refund & Exchange Policy

Due to the nature of our products, we operate a no refund policy. If anything is unclear or you have  questions feel free to contact our customer support team.

Please note once orders are placed they are final. We are unable to process order changes or amends. Please ensure you carefully review your order before checkout 

Exchanges 

Unfortunately, we don't offer exchanges.  If you qualify for a refund, we are happy to refund you. In the meantime, you would need to purchase the product you want separately.

Refund Policy 

You qualify for a refund as long as:

• You tell us you want a refund within 14 days after you receive your order, due to a faulty item. For wigs, the lace must remain uncut 
• we receive your order within 14 days after you told us you want a refund
• in the case of sealed products, you haven't broken the seal. 
• in the case of lace products (frontals, closures and lace wigs), you have not cut the lace
• in the case of hair bundles, you have not untied/unwound the fastenings at the top of the bundle
• you have not removed any tags from any products
• in the case of any hair product, you have not or otherwise altered the appearance of, or diminished the quality of, the product; for example by bleaching it, colouring it,  brushing it, wetting it, cutting it, exposing it to odours or applying heat or hair products to it
• To process a refund, tell us in writing via info@purehairlondon.com
• You must return the products to us, at your cost, in their original packaging, as soon as possible after telling us you want to cancel.
• We won’t accept returns received more than 14 days after the date you told us you wanted to cancel.  
• A 2.2% transaction fees will be deducted from all refunds to cover debit and credit card transaction fees. Unfortuntately we are unable to refund this as transaction fees are automatically charged   

If you return a product to us, we won’t be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If the product is lost in transit, we won’t refund you the price of the product. If the product is damaged in transit, we’ll deduct the cost of the damage from the amounts we refund you..

NOTE ALL CLEARANCE SALE ITEMS ARE FINAL AND NOT ELIGIBLE FOR REFUND OR EXCHANGE 

What about my statutory rights?

We won’t accept any returns except as we’ve set out in this section and as required by English law. Nothing in this section affects your statutory rights.